Customer Support Associate
At Koru Kids we have a triple mission: to support working parents during the hardest years of their life, to give children the best possible childhood to allow them to flourish as adults, and to create really great jobs for childcarers.
We are looking for a friendly Customer Support Associate to join Koru Kids, helping us to support our ever growing network of families and nannies. You'll be the face of Koru Kids, answering questions from customers about our service as well as supporting them throughout their journey with us.
Why this role is important to Koru Kids
Customer service is at the heart of everything we do at Koru Kids. Finding the perfect nanny, or searching for the right family to work with, can be an emotional process and so our Customer Support team is a vital part of what Koru Kids offers.
You’ll be on the frontline for our customers, playing a big part in ensuring a positive experience for both our families and nannies. You’ll know our service and our product inside out. You’ll listen to customers’ queries and offer them advice. Sometimes you might have to handle complaints, but you’ll always do this in a calm, friendly and professional manner.
You'll also work with our wider Customer Operations team, supporting with the administration and delivery of key parts of our service from contracts to payroll to DBS.
We have very high standards for how we interact with our customers so you’ll be a crucial part of the team. You’ll receive the training and support you need and have our trust that you can do a great job!
What we’re looking for
You’ll ideally have previous experience within a customer support role or a keen interest in building a career in customer service. More importantly you’re friendly, switched on and a great communicator – you’re a people-person who loves solving problems!
You love speaking to new people. You’re warm, friendly and personable
You’re able to write clearly and accurately, with perfect spelling and grammar. You’re able to communicate in a way that’s in line with our brand and tone
You’re emotionally intelligent. Although you’ll like to talk, the most important thing you’ll do is listen. Choosing childcare is an emotional decision, and you’ll need to help parents through the process
You work well under pressure and show good judgement. You can handle challenging situations
You’re focussed and work at a fast pace. You can manage your own time and prioritise tasks effectively
You're a problem solver. You're able to gather and interpret information to solve customer queries
You’re detail-oriented. You’re able to input and update data accurately
You roll with it. You understand that startups are unpredictable environments. You are comfortable with a degree of chaos
You’re nice. You get that no player is bigger than the team. You fit right into our culture of supporting and helping each other, whilst improving childcare in London
A typical day
9am - You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business. You then jump on another quick call with the Customer Support team to go over the plan for today.
9.30am - You’re in charge of live chat this morning. There’s a few nannies who are asking for updates on their applications. One nanny is confused about who they should provide as a reference. There’s a few queries from parents asking about how our pricing works. You know our service inside out, so you’re happy to help with any query that comes your way.
10am - You get a phone call from a stressed mum. She’s just found out she needs to be back in the office in a few weeks, so needs to find some after school childcare ASAP! You reassure her she’s come to the right place and tell her all about the part-time nanny service. She can’t believe how great it sounds, she’s going to sign up straight away.
11am - We’ve just sent out invoices to families, so the phones have got a bit busy. One family is a bit confused about how their invoice has been calculated. You love solving problems and notice their nanny has accidentally submitted the wrong times for some of their shifts. You reassure the family you can amend this for them and they’re relieved they won’t be overcharged.
12pm - It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden.
1pm - You’re back from lunch and it’s straight into another phone call. A nanny has called for some advice. She’s working with a child who is struggling to focus on his homework. You can hear she’s feeling a bit frustrated and doesn’t know what to do. You suggest she speaks with our Nanny Support Specialist and you send her the link for her to book in a call. She’s so grateful we can help her and she thanks you for being so supportive.
2pm - We’ve had a lot of families and nannies matched this week, so we need to start sending out new contracts. You load up the long list of contracts that need to be sent today. Your attention-to-detail is vital to make sure the right contracts go to the right people, so you grab another cup of tea and start inputting the data.
3pm - The general inbox is looking a bit busy so you take a few emails to work on. A family has been in touch as they want to bring their contract to an end. They’re moving out of London next month, so need some advice on how to end their arrangement. You check through their contract and advise them on their notice period. They’re going to speak to their nanny tonight, whilst you start to wrap things up on the system. You pencil a reminder for yourself to check in with them tomorrow to see how their conversation went.
4pm - It’s time to check nannies’ documents for their DBS checks. We’ve got 6 zoom calls booked in for today. One nanny is struggling to find a valid document with his current address on, so you advise him to use an online bank statement. He’s super friendly and you can tell he’s going to be a great nanny. You update everything on his account, and move onto the next booking.
5.30pm - The phone lines are closed, so you do one last check of your inbox. It’s been a busy day but you feel a huge amount of satisfaction when you send off that last email for the day. You close your laptop and enjoy the rest of your evening.
Important things to know...
Salary and benefits: The starting salary for this role is £21,600 (with room for progression over time). You'll get 25 days paid holiday, plus bank holidays. You'll also get a MacBook Air and generous allowance for home office equipment. For any parents thinking of applying - we also offer 50% off Koru Kids childcare (up to a value of £7,000 per year).
Timing: The role is Monday to Friday, from 9am to 6pm. We'd like to have this person join the team ASAP, but we will wait to find the right person.
Location: You can do this role remotely, but you must be living in the UK. Koru Kids is currently based in London but we welcome applications from people outside London too. In fact, over half the customer support team are based outside of London so we will ensure the role works for you no matter where you are.
Koru Kids is building the world’s best childcare service, starting in London. We believe that every family should have the perfect childcare for their family to flourish.
We’re growing like crazy, are backed by fantastic investors, including top venture capitalists and business angels such as Michael Pennington the founder of Gumtree, and have won a ton of awards for our technology, people and social impact.
Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent but our "no dickheads" rule means we're also a humble and supportive bunch. We’re also really committed to working with integrity, doing the right thing and building a company we are truly proud of.